Globe Home Protection

Consumer Affairs Representative
Fax: 407-786-2625

Revdex.com serving Central Florida
1600 S. Grant St.
Longwood, FL 32750

Re: Case#: ***

Dear ***,

We are in receipt of the above referenced case and we appreciate the opportunity to present our position. A full review of the file has been completed. *** submitted an air conditioning claim and a licensed HVAC contractor was dispatched for the diagnostic. The failure is reported to be a condenser coil with a refrigerant leak. The client is incorrect in his statement that the failure was deemed an unknown pre-existing condition. This is not the case and he was informed verbally of that yesterday and in writing here today.

The claim was approved, however it is found that the identifying information (make, model and serial number) on the condensing unit is removed. Please see the attached picture from the condensing unit showing the data plate to be missing. The Terms and Conditions of the Agreement state that when identifying information is missing there is a limit to our liability. When this information is missing all options of researching parts for repair are taken away with replacement to be the only option. Due to this it states in both our sales brochure and in the contract under "Limitations of Globe Home Warranty's Liability" that "Covered eligible equipment no longer identifiable by model and serial number are limited to $500.00 per failure". A payment will be processed and mailed to the client.

A review of the recorded phone call with Globe's representative has also been completed. The client is incorrect about being accused of fraud. Those words were not spoken in the recording. The client immediately became upset when asked about the time frame of when the unit failed versus when the claim was submitted. Attempts were made to de-escalate the conversation. The client was informed that the initial claims phone call would be reviewed, as miscommunication can occur, and that if that was the case the person that input the claim would be made aware of the error. The client,***, ended the phone call by apologizing to the representative for his behavior on the phone. A transcript of the call can be provided.

Globe Home Warranty has adhered to the terms and conditions of the Agreement and as stated in the sales brochure and service contract, will pay out to the limits of liability as indicated in our literature..

Sincerely,
Dispute Resolution Specialist
Globe Home Warranty Company

Consumer Affairs Representative
Fax: 407-786-2625

Revdex.com serving Central Florida
1600 S. Grant St.
Longwood, FL 32750

Re: Case#: ***

Dear ***,

We are in receipt of the client's response and we again appreciate the opportunity to respond. Please note that the client states that the Liberty Air representative states that based on the data plate on the coil on top of the furnace, the condenser is between a three and a three and a half ton unit. The client has provided a range of more than one size. This is the reason the data plate of the failed unit is needed. The warranty company is required to match the capacity of the existing unit, assuming the unit was to be replaced. The diagnostic received however is a failed condenser coil. Liberty Air states that the "customer can match proper sized condenser by using the nomenclature plate of the cased coil" for replacement. In this case as the failure is a condenser coil, the unit and system would not be replaced. The condenser coil only, would be researched for replacement and the model and serial number of the condenser would be required. Please note that this information is removed from the unit. An exact part number would be needed as we will not guess when ordering equipment.

These are all examples of why a warranty company may have a maximum pay-out for a unit without a model and serial number present. The fact remains that the data plate is missing from***'s condensing unit. As the unit is not identifiable with it's own model and serial number there is a limit of liability as stated in the sales brochure and Terms and Conditions of the Agreement. This claim has been approved for payment and a check is being forwarded to the client.

Sincerely,
Dispute Resolution Specialist
Globe Home Warranty Company

Consumer Affairs Representative
Fax: 407-786-2625

Revdex.com serving Central Florida
1600 S. Grant St.
Longwood, FL 32750

Re: Case#: ***

Dear ***,

*** has known that the claim was approved for payment and closed since October 14, 2020. The diagnostic provided by the client's service provider, Liberty Air and by our independent network service provider, is that the condenser coil has a leak. Globe Home Warranty's responsibility is to repair or replace the condenser coil only as this is the sole cause of the failure. Liberty Air is only able to provide an educated guess as to the part number of that condenser. If*'s service provider, Liberty Air, can supply the exact part number of the condenser coil we will research it.

Please note that the contract states under our limits of liability, that if a unit is missing it's data plate, there is a limit of $500.00 per failure. There is no doubt and it is proven that the data plate on the unit is missing. Therefore the limit of liability is $500.00.

*** does not understand our processes in stating we do no order parts. We have national accounts with manufacturers and major parts distributors. We order equipment and parts for our vendors routinely.

Sincerely,
Dispute Resolution Specialist
Globe Home Warranty Company

Consumer Affairs Representative
Fax: 407-786-2625

Revdex.com serving Central Florida
1600 S. Grant St.
Longwood, FL 32750

Re: Case # ***

Dear ***,

We are in receipt of the above referenced case number and have completed a review of the file. The client purchased the home on 8/24/2020 and on 9/10/2020 the client states he turned the heat on for the first time since purchasing the home and it did not work properly. A licensed independent network service provider was dispatched by Globe Home Warranty and found multiple failures. The system was found to have a failed blower motor, circuit board, flame sensor, gas valve and a cracked heat exchanger. It was determined that all of these issues could not have occurred in the three weeks since purchasing the home. The unit was not in use and was turned on for the first time to find these multiple issues. The claim was determined not to be covered by the home warranty due to pre-existing conditions. As *** did not select coverage for Unknown Pre-existing Conditions he was informed in writing of the status of his claim.

After speaking with several associates *** placed his claim in dispute on 9/24/2020. A review was completed and on 9/24/2020 he was informed that a second service provider was being dispatched in order to verify the original diagnostic, and ensure the correct determination was made in the status of his claim. The second service provider verified all of the failed parts and specifically tested the heat exchanger. The system was found to have a cracked heat exchanger. As the nature of this type of failure cannot occur during the time frame the warranty was in effect, while the system was not in use, the failure is determined to have been in existence prior to the effective date of the warranty. A heat exchanger will crack over a long period of time and this type of failure could not have occurred in the situation described above.

Attached to this response is a copy of the second diagnostic received. Unfortunately, we will be unable to assist Mr. further with his HVAC claim as his particular plan does not cover conditions that existed prior to the coverage effective date.

Sincerely,
Dispute Resolution Specialist
Globe Home Warranty Company

Consumer Affairs Representative
Fax: 407-786-2625

Revdex.com serving Central Florida
1600 S. Grant St.
Longwood, FL 32750

Re: Case#: ***

Dear ***,

We are in receipt of the client's response and have completed a further review. We understand the furnace was reviewed by the client's home inspector however the home inspector will only perform a visual inspection as he or she is not a licensed HVAC service technician. This problem would not have been found by a home inspector. The home warranty bases it's coverage determination on the diagnostics received from a licensed professional and not whether we are dealing with a buyer or seller.

In this case two service providers were dispatched and verified the cracked heat exchanger. As this problem was in existence at the first time the client attempted to use the system, within three weeks of closing, the failure was pre-existing to the coverage start date. This type of failure takes years to slowly form and does not happen in an instant as many other types of failures can. It is unfortunate, but It is clear that the client purchased the home with the furnace in this condition. No HVAC expert would dispute this.

While we do offer coverage to allow for unknown pre-existing conditions, this coverage was not purchased by the client. The plan *** selected will not remedy conditions that existed prior to the effective date of the home warranty. We see that Mr. has a homeowner account and dashboard. The contract can be downloaded from the home warranty summary page. For his convenience a copy will be placed in the mail.

Sincerely,
Dispute Resolution Specialist
Globe Home Warranty Company

Consumer Affairs Representative
Fax: 407-786-2625

Revdex.com serving Central Florida
1600 S. Grant St.
Longwood, FL 32750

Re: Case#: ***

Dear ***,

A diagnostic completed by a licensed contractor is already attached to this case. The heat exchanger was specifically viewed in order to verify the condition.

Sincerely,
Dispute Resolution Specialist
Globe Home Warranty Company

Consumer Affairs Representative
Fax: 407-786-2625

Revdex.com serving Central Florida
1600 S. Grant St.
Longwood, FL 32750

Re: Case#: ***

Dear ***,

We require the written diagnostic from the client's licensed service provider. We understand that the circuit board had failed. Both of the independent network service providers sent by Globe Home Warranty found this. This does not mean that the heat exchanger is not cracked. Replacing the circuit board will allow the unit to be run in the air conditioning mode but the claim submitted was for the heating system, and the cracked heat exchanger makes running the system in heat mode unsafe as that heat exchanger must be replaced or the system must be replaced.

Attached is a second diagnostic from a licensed HVAC contractor indicating that the heat exchanger is cracked in the client's system. Replacing the circuit board will get the unit to run, but it does not repair the system. It also does not take away from the fact that the client had a broken and unsafe heating system before the home warranty was in place. We await the client's service provider's written diagnostic for further review.

Sincerely,
Dispute Resolution Specialist
Globe Home Warranty Company

Consumer Affairs Representative
Fax: 407-786-2625

Revdex.com serving Central Florida
1600 S. Grant St.
Longwood, FL 32750

Re: Case#: ***

Dear ***,

We are in receipt of the client's response. In summary of the events the client moved into the home after purchase and attempted to use his heating system for the first time. The heating system did not function and a claim was submitted. An independent network licensed contractor completed a diagnostic and indicated a bad control board and a cracked heat exchanger due to flame roll-out. Due to the failed heat exchanger this claim was declined, as the system has a major failure that is pre-existing to the coverage period. This type of failure takes a long period of time to occur and does not happen in an instance, upon attempting to use the system for the first time.

*** disputed the claim status and a second licensed HVAC contractor was dispatched to verify the cracked heat exchanger. The second licensed service provider found a bad control board and verified the cracked heat exchanger. *** purchased a heating system that was not in good and safe working condition at the time of his closing. The failure could not have occurred during the policy period and therefore is not a home warranty issue.

If Mr. has documentation to contradict the two licensed HVAC contractor's findings of a cracked heat exchanger, we have asked that it be forwarded to us for review. As we have received no documentation to the contrary we regret that we are unable to be of assistance with his heating issue. We are able to cancel the Agreement per the terms and conditions of the contract. A written request may be sent to [email protected] for processing.

Sincerely,
Dispute Resolution Specialist
Globe Home Warranty Company

Consumer Affairs Representative
Fax: 407-786-2625

Revdex.com serving Central Florida
1600 S. Grant St.
Longwood, FL 32750

Re: Case#: 90267259

Dear ***,

We are in receipt of the above referenced case number and have completed a review of the file. The client states that the issues she is having at her property are "the builder's fault". The home warranty is not responsible for correcting the builders mistakes. The warranty company does not act as an insurer of the builder's work. The home warranty acts as a limited warranty that assists with failures that occur during the warranty period due to normal wear.

The client contacted us with regards to a roof leak. The diagnostic provided indicated a roof leak due to incorrectly secured flashing that was slipping behind the existing siding. Per the terms and conditions of the agreement, page 4 number 27 under "Roof Leak Repair" it lists "flashing" as a noncovered item and well as construction not performed in a workmanlike manner. The home warranty will cover leaks in the field due to normal wear. In review of the diagnostic provided by the licensed contractor this issue does not fall under the warranty coverage.

The other issue submitted was a plumbing stoppage. In order to clear the stoppage a toilet was removed and the line was rodded out by cable. The documentation states that the stoppage was due to tree or plant roots in the line. The home warranty agreement states on page 4 number 24 under "Plumbing Stoppages" that stoppages due to tree or plant roots and/or foreign objects are not covered.

We understand that the issues submitted fell outside of the warranty coverage and may have caused frustration and we regret we cannot be of assistance. We have adhered to the terms and conditions of the agreement. We apologize for any inconvenience and we hope to be able to assist with any future issues, per the terms of the contract.

Sincerely,
Dispute Resolution Specialist
Globe Home Warranty Company

Consumer Affairs Representative
Fax: 407-786-2625

Revdex.com serving Central Florida
1600 S. Grant St.
Longwood, FL 32750

Re: Case # ***

Dear ***,

We are in receipt of the above referenced case and have completed a review of the file. We appreciate the opportunity to clarify our obligations per the terms and conditions of the contract. Mr. was informed that this claim was to be handled on a reimbursement basis per the terms of the contract. The client replaced a failed HP Sump Pump and provided documentation of the completed work for reimbursement. Payment is processed in the amount of what Globe Home Warranty would pay for parts and labor of a covered repair. A HP Submersible Sump Pump was researched via our supplier network. Comparable labor was applied and a total of $214.89 was approved for reimbursement less the service fee due per claim.

Globe Home Warranty reserves the right to provide cash in lieu of repair or replacement in the amount of our actual cost. Payment is provided based on our negotiated rates with our services provider and/or supplier network, which may be less than retail. Payment has been forwarded and received by the client.

We regret any frustration the Mr. may have experienced this during the claims process. We will continue to be available to cover other appropriate claims per the terms of the contract, should they occur.

Sincerely,
Dispute Resolution Specialist
Globe Home Warranty Company

Consumer Affairs Representative
Fax: 407-786-2625

Revdex.com serving Central Florida
1600 S. Grant St.
Longwood, FL 32750

Re: Case #***

Dear ***,

We are in receipt of the client's rebuttal and have completed a further review. Globe Home Warranty did not refer a service provider and did not advise *** to go with United Resources specifically. If a claims associate is presented a quote in the amount of $906.18 for a sump pump replacement they may advise the client to do their due diligence and get additional quotes as the home warranty company will only reimburse what it is standard for a home warranty company to pay for the work being completed. Please note that the home warranty company reserves the right to pay cash in lieu of repair or replacement.

Globe Home Warranty has complied with the terms and conditions of the contract. As a matter of goodwill and in an effort to reach a middle ground we will process a refund of the client's $75 service fee.

Sincerely,
Dispute Resolution Specialist
Globe Home Warranty Company

Consumer Affairs Representative
Fax: 407-786-2625

Revdex.com serving Central Florida
1600 S. Grant St.
Longwood, FL 32750

Re: Case# ***

Dear ***,

We are in receipt of the above referenced case and have completed a full review. We appreciate the opportunity to clarify our obligations per the terms and conditions of the contract.

At Globe Home Protection's discretion a claim will be handled in one of two ways. Either a network service provider is dispatched for repairs or a claim is processed on a reimbursement basis per the terms of the agreement. In this case the claim was processed on a reimbursement basis.

In review of ***'s invoice it indicates that a water heater was installed and that an expansion tank was installed. The installation of the expansion tank was not reimbursed as expansion tanks are listed as not covered. Please refer to the contract page 2 number 4 under "Plumbing (All Plans)" it states that holding and pressure tanks are not covered. According to the invoice provided the contractor only spent 3 and 1/2 hours at the property, some of which involved installing an expansion tank which is not covered per the terms of the contract. Globe Home Warranty allotted $100 an hour for 2 and 1/2 hours for labor to install just the water heater, which is in line with what the Mr. states is a reasonable rate in Maryland.

*** states that a copy of the agreement is unavailable, anywhere. The contract is readily available in his dashboard. At the time Mr. was informed that the claim was to be processed on a reimbursement basis he was given exact instruction on how to download his contract. In the email informing him of the status we offered these instructions: "If your claim is accepted, the accounting department will process the claim for reimbursement per the terms of the service contract. You may review the coverage provided by the service contract and the full terms and conditions through your homeowner dashboard at www.globehomeprotection.com or by logging into your account if you have already done so. Once you are logged into your homeowner dashboard, you will need to connect the account to your warranty. This requires your confirmation number, which is ***. You may now view your service contract at any time by clicking on "View Summary Page".

In summary, Mr. was reimbursed for the water heater only and additional, non-warranty work was completed. A labor rate was paid that is in line with what the client states is reasonable in Maryland. Mr. was given exact instructions with which to view his contract at the time that he was emailed with the status of his claim. If needed, we are able to provide a video from the client's own dashboard showing that his contract is easily accessible if he follows the instructions provided.

We regret, that we cannot be of further assistance in this regard. Globe Home Warranty has fulfilled their obligations as specified in the Terms & Conditions of the Service Agreement.

Sincerely,
Dispute Resolution Specialist
Globe Home Warranty Company

Consumer Affairs Representative
Fax: 407-786-2625

Revdex.com serving Central Florida
1600 S. Grant St.
Longwood, FL 32750

Re: Case***

Dear***,

We are in receipt of the above referenced case and have completed a review of the file. *** placed a claim for a failed mini split unit in June. Please note the main areas of the home are cooled by the central air system and only one room was affected by the mini split. The client was informed that the claim was going to be processed on a reimbursement basis, per the terms of the contract. The client was authorized to reach out to a local service provider in order to provide an itemized diagnostic for review.

*** contracted with two service providers and submitted a diagnostic of a failed compressor that was shorted to ground. Globe Home Warranty replaces failed compressors on a very regular basis. The replacement part (12000BTU Chigo Rotary Compressor Reference FOB Price US $330) is readily available in the ordinary course of trade. Mrs. opted to replace the unit as her service providers claimed the unit was not repairable. The client's service providers quoted replacing the mini split at $4,000 and $5,000 respectively. To put this in perspective a comparable unit to the client's mini split could have been purchased at on *** or *** for $650.00. More than one associate clearly informed the client that she should seek out another service provider as compressors are replaceable and the amounts her service providers were quoting for replacement were outrageous. *** made the decision to replace her mini split using her service provider.

Please see the attached diagnostic provided by her vendor citing a failed compressor. Globe Home Warranty reserves the right to pay cash in lieu of repair or replacement. A total of $575 was authorized as reimbursement for the compressor replacement. The compressor is available for $330 and comparable labor was assigned for the repair less the client's standard service fee due per claim. Payment has been forwarded and received by the client.

Sincerely,
Dispute Resolution Specialist
Globe Home Warranty Company

Consumer Affairs Representative
Fax: 407-786-2625

Revdex.com serving Central Florida
1600 S. Grant St.
Longwood, FL 32750

Re: Case***

Dear***,

We are in receipt of the client's rebuttal and appreciate the opportunity to respond. Attached is the diagnostics for both of her professionals. The diagnostic received from the homeowner's service provider, Service Today states that they "Found a bad compressor, dead shorted to ground, burnt wires off compressor, tripped breaker. Owner wants a quote to replace". It did not state that the unit was not repairable. It states that the owner wanted to replace it.

The second document was written after the unit was already replaced. It stated that the "Existing unit had a bad compressor shorted and additional shorts in the wiring. Natural causes due to wear and tear. Needed to replace". The client contracted with this company to have the system replaced. We have no doubt the vendor would include this statement as he is the company contracted to replace the system.

This claim was reviewed by an expert, in house, licensed HVAC contractor. The pictures provided of the failed compressor were examined and it is determined to be a simple compressor failure which we deal with on a regular basis replacing hundreds a year. The compressor (12000BTU Chigo Rotary Compressor) is readily available in the course of trade.

The client's service provider states that the homeowner wanted to replace the system and this is her decision as the homeowner. Globe Home Warranty's obligation is to reimburse for what it would have cost the warranty company to complete the work. Payment is authorized and has been forwarded to the client per the terms of the contract.

With regards to the additional information submitted regarding the service fee, the client incurs a service fee per claim. It states in our Terms and Conditions, number 1 that "This contract includes a service fee charge, per claim, as listed on the Home Warranty Summary that the contract holder must pay to each authorized contractor toward the claim or subtracted from any approved cash-out". In this case it would be subtracted from the cash reimbursement as it standard in the home warranty industry.

Sincerely,
Dispute Resolution Specialist
Globe Home Warranty Company

Consumer Affairs Representative
Fax: 407-786-2625

Revdex.com serving Central Florida
1600 S. Grant St.
Longwood, FL 32750

Re: Case***

Dear***,

We are in receipt of the client's response and have completed a further review. In both diagnostics the problem described is a failed compressor. The same compressor for this unit is available at the local parts house. There are no circumstances where replacing the compressor was not an option. In the client's last correspondence she states it was the technician's "suggestion" to replace the system. As a warranty company we replace compressors every day.

When a client contracts with their own service provider it is common and advantageous for the service provider to recommend replacing the entire system and make the sale. The home warranty company will base its coverage decision on the actual failure itself. The decision will be based on the diagnostic, photos provided and availability of parts rather than on the client's vendor suggestion, to replace the entire system.

The client's service provider did not quote for repair and rather quoted the installation of a new $650 unit at $4000 and 5,000. The client was informed by claims representatives, that she needed to seek out different contractors as the warranty company will only reimburse in the amount of the home warranty companies actual cost to repair or replace such item.

The cost of the compressor (12000BTU Chigo Rotary Compressor Reference FOB Price US $330) and the labor to complete a repair has been forwarded to the client and the funds have cleared our bank account. Globe Home Warranty has complied with the coverage as stated in the Terms and Conditions of the Agreement. We are in the process of repairing the client's other air conditioner and we will continue to be available to cover other appropriate claims per the terms of the contract, should they occur.

Sincerely,
Dispute Resolution Specialist
Globe Home Warranty Company

Consumer Affairs Representative
Fax: 407-786-2625

Revdex.com serving Central Florida
1600 S. Grant St.
Longwood, FL 32750

Re: Case***

Dear***,

Please note *** in her last response mentions a new and separate air conditioning claim which is still open. We have three different service providers ready to complete her new repair. We are currently working to resolve this open claim.

We appreciate the response and would like to offer an overview of the previous claim. Globe Home Warranty did not dispatch a contractor in response to this claim. This claim was to be handled on a reimbursement basis, per the terms of the contract. *** contracted with the service providers of her choice and received two diagnostics of a failed compressor. The replacement for this compressor was available for installation from a local parts house. The client's contractors however gave the recommendation and suggestion of replacing the entire system at a very excessive cost. Despite cautions from our claims department, the client decided to replace her system rather than looking further into repair or seeking out an additional diagnostic. We provided the client with our recommendations with regards to her issue but in the end it is the client's home and it is their decision on how they choose to resolve their issue. The responsibility of the home warranty company is to reimburse for the repair which was the replacement of the compressor. A payment has been forwarded to the client and has cleared our account.

We appreciate the opportunity to clarify our obligations per the terms and conditions of the agreement.

Sincerely,
Dispute Resolution Specialist
Globe Home Warranty Company

Consumer Affairs Representative
Fax: 407-786-2625

Revdex.com serving Central Florida
1600 S. Grant St.
Longwood, FL 32750

Case#: ***

Dear ***,

We are in receipt of the above referenced case and have completed a review of the file. *** and *** submitted a claim for two natural gas leaks that were identified by the local gas company. The leaks described were located behind a wall and another at a control valve and two red tags were issued by the gas company to reflect the two leaks. *** was given authorization to address the leaks described and submit documentation of the repairs for reimbursement per the terms of the contract.

The claim was approved and $195 authorized for reimbursement less her service fee due per claim. Please see the attached documentation from *** Bank showing payment was sent to the client on July 08, 2020.

*** has also submitted documentation that she has replaced her water heater on her own. No claim was filed for a water heater issue. As a claim was not submitted and processed by Globe Home Warranty no coverage can be afforded for her replacement. Please refer to page 7, number 2 of the Agreement. It states that "When repair and/or replacement services covered by this contract are required, the contract holder must telephone Globe Home Warranty at the number listed on the Home Warranty Coverage Summary to request service".

*** has received the approved reimbursement for the repair of the two gas leaks. Unfortunately, we are unable to pay for the replacement of her water heater as the claims process was not followed and a claim was not submitted.

Sincerely,
Dispute Resolution Specialist
Globe Home Warranty Company

Consumer Affairs Representative
Fax: 407-786-2625

Revdex.com serving Central Florida
1600 S. Grant St.
Longwood, FL 32750

Case#: ***

Dear ***,

We are in receipt of the client's rebuttal and patently reject *** statement that we were informed of any issue with the water heater. It is also incorrect that any of our representatives told her to replace her water heater without authorization from Globe Home Warranty. Every phone conversation and every email correspondence with *** has been reviewed. A water heater replacement is not a minor plumbing repair. A separate claim would have been initiated if we had been informed of any issue. It is not the policy of any warranty company to tell a client to replace their water heater without company approval and they would be reimbursed.

Please see the attached documentation *** submitted in support of her claim. The claim submitted by the client was in regards to the problems documented by North Shore. The documentation submitted was provided to give us a better description of the issues being called in. They describe multiple gas piping leaks. One at the control valve and another behind a wall. Nowhere in her documentation of the problems at the home does it indicate a problem with the water heater.

Reimbursement has been provided for the claim that was submitted. A payment has been forwarded and received by the client for the gas valve and piping repair. We regret that as no claim was submitted for a water heater we are not able to reimburse for the replacement. Please note that in all of our literature it states in capital letters "You WILL NOT be reimbursed for the work done without prior company approval".

Sincerely,
Dispute Resolution Specialist
Globe Home Warranty Company

Consumer Affairs Representative
Fax: 407-786-2625

Revdex.com serving Central Florida
1600 S. Grant St.
Longwood, FL 32750

Case#: ***

Dear ***,

We are in receipt of ***'s rebuttal and have reviewed the records. *** was told that a portion of what was submitted on her invoice would be reimbursed. The gas leak repairs were called in and authorized for reimbursement per the terms of the contract. The water heater replacement was completed without a claim being submitted and without company approval. We are unable to assist with the water heater replacement as she was not authorized to replace the unit.

At no time did our representatives tell her that she could replace her water heater without prior authorization. The pictures she submitted were of Northshore's diagnostic. The diagnostic states they "disconnected the appliance due to leak on control valve". The gas control valve is entirely separate and outside of the water heater. Contrary to the client's statement, nothing in the picture of the ticket indicates a problem with the water heater. Please see the attached picture as a reference to show that only the control valve was indicated as having an issue. The reimbursement received by the client did consist of both the gas leak at the wall and at the control valve.

*** has been reimbursed for the authorized repairs of her gas leaks. *** also had her water heater replaced without our knowledge or approval. It is a very firm requirement that we will not offer any payment if a customer submits repair receipts after the repairs have been completed without submitting a claim. We must pre-approve any repairs or replacement prior to the work being performed. A client will not receive reimbursement and will remain solely responsible for every cost arising from any work performed without prior express authorization, even for Covered Items that would otherwise be eligible for Service.

Trace*** has been reimbursed for the authorized gas leak repairs but we regret we cannot be of further assistance with regards to the water heater as Ms. did not get our prior approval for the replacement. Strictly as a gesture of goodwill, we will reimburse ***'s $75 service fee due per claim, as an apology for any inconvenience that she may have experienced. We will continue to be available to cover other appropriate claims per the terms of the contract, should they occur.

Sincerely,
Dispute Resolution Specialist
Globe Home Warranty Company

Consumer Affairs Representative
Fax: 407-786-2625

Revdex.com serving Central Florida
1600 S. Grant St.
Longwood, FL 32750

Re: Case #***

Dear ***,

We are in receipt of the above referenced case and have completed a review of the file. This claim is still in process as the dispatch department is dispatching an independent network service provider to provide a second opinion. The service provider will contact *** for an appointment.

Sincerely,
Dispute Resolution Specialist
Globe Home Warranty Co.

Consumer Affairs Representative
Fax: 407-786-2625

Revdex.com serving Central Florida
1600 S. Grant St.
Longwood, FL 32750

Re: Case #***

Dear ***,

We are in receipt of ***'s response and have dispatched and received an additional diagnostic from a licensed service provider. Initially when the issue was reported an independent network service provider was dispatched and reported that the system was inefficient. They also stated that the system was in need of cleaning. In review of the home inspection report completed prior to the home warranty taking effect the home inspector indicated the system lacked cleaning and was dirty. It was also noted that the filter needed to be changed. A second independent network service provider was dispatched for a second opinion. The licensed technician reported low pressures indicating poor air flow over the coil. The system was checked to find the coil restricted with dust and debris. The recommendation was to remove and clean the coil or replace altogether. We inquired with the client as to whether he had completed any routine maintenance and cleaning as recommended in his inspection completed eight months prior and he stated that he had done nothing.

It is the responsibility of the homeowner to clean and perform routine maintenance required with regards to the home's systems and appliances. The home warranty specifically excludes in the air conditioning and heating section of the Agreement cleaning and/or routine maintenance. It also specifically excludes conditions caused by the lack of cleaning and/or routing maintenance. The diagnostics received from the service providers are indicative of an impacted coil and a lack of routine maintenance which is excluded from coverage per the terms of the contract.

Sincerely,
Dispute Resolution Specialist
Globe Home Warranty Company

Consumer Affairs Representative
Fax: 407-786-2625

Revdex.com serving Central Florida
1600 S. Grant St.
Longwood, FL 32750

Re: Case #***

Dear ***,

We are in receipt of the client's rebuttal where *** states that the second independent service provider told him that the coil was not impacted with dirt. Please see the attached diagnostic received from the second independent service provider. It states "For diagnosis for Buffalo Grove. Pressures found were lower than normal and suction line temperature was lower than normal as well. This means a lack of airflow exists over the evaporator coil. This means either a dirty filter, bad blower motor or dirty evaporator coil. Filter was found to be okay, the blower motor was running at the recommended specs. Found the evaporator coil to be restricted with dust etc. Solution to the problem would be to take the coil out and clean or replace the coil all together. Old coil seemed rusty and may be leaking small amounts of Freon as well".

The licensed independent service provider submitted documentation to Globe Home Warranty stating that the coil was found to be restricted with dust, ect. and needed to be pulled and cleaned or replaced. As we have previously cited in our response, home warranty companies do not cover cleaning, and do not cover failures due to lack of cleaning.

In summary the clients own home inspection and two independent HVAC service providers all have documented that the system was dirty and in need of cleaning by a licensed service provider. The client did not have the system professionally cleaned until after the claim was submitted to the claims department and the failure had already occurred. Failures due to lack of cleaning and routine maintenance are listed as not covered in the Terms & Conditions of the Agreement. Three separate licensed professionals have documented the same thing. Globe Home Warranty did not fail to honor the Agreement, rather, we have complied with the coverage as stated in the Agreement.

Sincerely,
Dispute Resolution Specialist
Globe Home Warranty Co.

Consumer Affairs Representative

Revdex.com serving Central Florida
1600 S. Grant St.
Longwood, FL 32750

Re: Case# ***

Dear ***,

We are in receipt of the above referenced case and we appreciate the opportunity to present our position on this matter. A review of the file has been completed.
Rick Calvert initiated a claim for his HVAC system on Monday, April 27, 2020. The client stated that he had an issue the previous week and contracted with his own service provider to complete repairs on Thursday, April 23, 2020. Documentation of the work was requested and submitted by the client. This work was completed on his own without a claim being filed with Globe Home Warranty until after the work was performed.

Please note page 7, number 2 of the agreement, it states "When repair and/or replacement services covered by this contract are required, the contract holder must telephone Globe Home Protection (GHP) at the number listed on the Home Warranty Coverage Summary to request service. Telephone service is available twenty-four (24) hours a day, seven (7) days a week." The client did not follow our required procedures and completed repairs on his own without calling in a claim until after the repairs were completed.

As the repairs were completed prior to the claim being filed and the company being notified this issue falls outside of the warranty contract. Please see in the attached brochure, it states in red ink, "DO NOT CALL A CONTRACTOR YOURSELF! You WILL NOT be reimbursed for the work done without prior company approval". Globe Home Warranty appreciates the opportunity to respond to the inquiry or case number received.

Sincerely,
Dispute Resolution Specialist
Globe Home Warranty Company

Consumer Affairs Representative

Revdex.com serving Central Florida
1600 S. Grant St.
Longwood, FL 32750

Re: Case# ***

Dear ***,

We are in receipt of the consumer's rebuttal and we appreciate the opportunity to respond. Globe Home Warranty offers after hours emergency service if it meets the requirements set forth in the Agreement however this issue occurred on a week day and would have been processed during normal business hours. Our records indicate that the home warranty paperwork was present at closing and a hard copy was mailed to the address of the covered property.

In an effort to find middle ground and strictly as a courtesy to the client we will reimburse the client what it would have normally cost the home warranty company to complete this repair, less the service call fee due per claim, of $75.00. A payment will be forwarded in an effort to satisfactorily resolve this case.

Sincerely,
Dispute Resolution Specialist
Globe Home Warranty Company

Consumer Affairs Representative
Fax: 407-786-2625

Revdex.com serving Central Florida
1600 S. Grant St.
Longwood, FL 32750
Re: Case#: ***

Dear ***,

We are in receipt of the above referenced case and we appreciate the opportunity to present our position on this matter. *** reported one of his two air conditioning systems had failed. Globe Home Warranty dispatched an independent licensed HVAC service provider which determined there to be a refrigerant leak in the evaporator coil. The licensed service provider reported that the coil would need to be repaired or replaced. The repairs were approved and the service provider was asked to complete any necessary repairs. At that time *** refused to allow any repairs to the coil. A new coil was researched and *** was informed that our licensed service provider would need access to the home in order to repair the system. The client stated that he had already contracted with his own service provider to replace his entire system. It was clearly explained to him that he was choosing to replace the system on his own. He did not have company approval for the system replacement and was refusing to allow the warranty company to complete the necessary repairs. It was further explained that if he continued, he would not have coverage per the terms of the contract. On a recorded line the client acknowledged that he understood and went on to replace his entire system.

Please see the attached diagnostic and invoice submitted by *** after his replacement. It cites the reason for the system replacement was a leak in the evaporator coil. This coil was readily available for replacement and the work approved by Globe Home Warranty. It was Mr. choice to refuse our service provider access to the home and his choice to replace his system. He completed the replacement with full knowledge that this would void his coverage with regards to this particular air conditioning problem. Globe Home Warranty made every effort to comply with the coverage as stated in the Terms and Conditions of the contract. As such, we regret we will not be able to offer reimbursement for the HVAC system replacement.

Sincerely,
Dispute Resolution Specialist
Globe Home Warranty Company

Consumer Affairs Representative
Fax: 407-786-2625

Revdex.com serving Central Florida
1600 S. Grant St.
Longwood, FL 32750

Re: Case#: ***

Dear ***,

We are in receipt of the above referenced case and we appreciate the opportunity to clarify our obligations under the Terms and Conditions of the contract. A review of the file has been completed. Payment has been forwarded to *** per the terms of the contract. Please see the attached proof of payment from *** bank. The expected arrival date of the check is 05/01/2020 so the client should have already received it. The payment represents a builders standard unit and labor to install. We reserve the right to provide cash in lieu of repair or replacement in the amount of our actual cost. Payment will be provided based on our negotiated rates with our service provider/supplier network, which may be less than retail. In this case a cash payment was our only option as the client required a specific type of appliance.

An independent network service provider was dispatched to provide a diagnostic. As per the terms of the contract a $75 service fee is due per claim from the homeowner, payable to the technician on site. It was determined to be a failed magnetron and the cost of repair exceeded the limits of the plan purchased by ***. The plan purchased by the client provides for a replacement unit in accordance with what is known in the building trade as a "builders standard" unit that is comparable in size and primary function. If the client required coverage with higher limits for more premium and ultra-premium appliances, she should have purchased our Stellar Plan which affords the additional coverage and higher limits.

A review of the circumstances of the claim and in light of the coverage selected by the client, Globe Home Warranty has adhered to the Terms and Conditions of the plan purchased.

Sincerely,
Dispute Resolution Specialist
Globe Home Warranty Company

Consumer Affairs Representative
Fax: 407-786-2625

Revdex.com serving Central Florida
1600 S. Grant St.
Longwood, FL 32750

Re: Case#:***

Dear ***,

We are in receipt of the client's rebuttal and have further reviewed the client's file. Globe Home Warranty provides different levels of coverage depending on the plan purchased. *** purchased a Limited Service Agreement that provides for the repair or replacement of appliances up to what is known in the trade as builders standard. Globe Home Warranty offers plans that provide higher limits and cover professional grade, commercial like appliances. *** did not purchase these plans. As such, the client was informed that she would be provided cash in lieu of repair as the cost of repair exceeded the limits of her coverage. As the resolution to the claim is a cash payment, the client is able to make her own decision and either repair the existing unit or purchase a new unit. As the client states she does not have access to the contract I have attached a copy of her welcome letter with instructions to create a Homeowner's dashboard. All of her coverage information is readily available for review.

A payment of $224.00 was forwarded to the client on April 24, 2020. Please see the attached proof of payment from *** bank. Globe Home Warranty has fulfilled their obligations as specified in the Terms and Conditions of the Agreement however, as a gesture of goodwill and in an effort to find middle ground, we will reimburse ***'s $75 service fee in an attempt to resolve this case.

Sincerely,
Dispute Resolution Specialist
Globe Home Warranty Company

Consumer Affairs Representative
Fax: 407-786-2625

Revdex.com serving Central Florida
1600 S. Grant St.
Longwood, FL 32750

Re: Case#:***

Dear ***,

We are in receipt of the client's rebuttal response and appreciate the opportunity to clarify our position. In Globe Home Warranty's last response it was agreed that additional funds would be provided to ***. We wish to reiterate this and as a gesture of goodwill accept the client's request for $320.03. An additional payment will be forwarded to the client within 14 days.

We value Ms. business and look forward to serving her future warranty needs.

Sincerely,
Dispute Resolution Specialist
Globe Home Warranty Company

Consumer Affairs Representative
Fax: 407-786-2625

Revdex.com serving Central Florida
1600 S. Grant St.
Longwood, FL 32750

Re: Case#:***

Dear ***,

We are in receipt of the client's response and have followed up with the accounting department regarding payment. *** has received payment and the check has cleared our account. Please see the attached copy of the client endorsed check from *** bank. We appreciate the opportunity to resolve this matter.

Sincerely,
Dispute Resolution Specialist
Globe Home Warranty Company

Consumer Affairs Representative
Fax: 407-786-2625

Revdex.com serving Central Florida
1600 S. Grant St.
Longwood, FL 32750

Case#***

Dear ***,

We are in receipt of ***'s case number and we appreciate the chance to offer an explanation of coverage. We have located the client's record and have completed a review of the file. Mr. called in with a refrigerator problem upon moving into the home. Under his Agreement, pre-existing conditions are not a covered item. His plan requires that the systems and appliances be in place and doing their designed function at the time of closing for coverage to apply. At the time the claim was submitted the client informed the claims associate that upon trying to use the unit for the first time it did not work. He also explained that the unit had not worked since moving into the home. The client then provided the claims department documentation showing that the refrigerator was excluded from his home inspection and was not tested prior to closing. Finally, by his written admission in this complaint he states that the previous owners had the refrigerator unplugged prior to the sale for several months. A review of the client's multiple statements both verbally and in writing; along with the documentation submitted, it clear that this is not an issue the home warranty would cover. The claim is declined per the terms of the contract as this unit was not in place and doing its designed function at the beginning of the Service Agreement.

*** mentioned that he was having problems with sediment build up in his pipes. The home warranty covers water, drain, gas, or sewer vent pipe leaks or breaks. Sediment or mineral build up is not an issue the home warranty will address. The coverage is also limited to items within the home. We regret we cannot offer assistance in this regard.

We have noted on ***'s record and have instructed our representatives to inform the client that we will disconnect a phone call if he continues to become abusive. They are instructed to inform him that correspondence will need to be made in writing as the client tends to resort to name calling and vulgar language in his correspondence.

Sincerely,
Dispute Resolution Specialist
Globe Home Warranty Company

Consumer Affairs Representative
Fax: 407-786-2625

Revdex.com serving Central Florida
1600 S. Grant St.
Longwood, FL 32750

Case#***

Dear ***,

I am in receipt of the consumer's rebuttal and appreciate the opportunity to clarify this situation. There has been no manipulation of the contract. By ***'s own admissions on recorded phone lines the seller of the property had the refrigerator unplugged for several months prior to the sale. Upon moving into the property and attempting to use the refrigerator for the first time the unit did not work. His home inspector specifically did not test the refrigerator at the time of inspection prior to closing. As the unit had never worked before the claim was declined as a pre-existing condition.

*** states that the claims department did not offer an explanation of the declination. This is incorrect. Please see the attached email sent on March 31, 2020 providing an explanation of the claim status. The client obviously received the email and responded. You will see in his response an example of his abusive language.

We have received a request from the client, by email to cancel his home warranty. We regret that his experience has led him to this decision. The Agreement has been cancelled as stated in the Terms and Conditions, number 10, under the Cancellation clause of the Agreement. The client's refund will be processed and forwarded per the terms of the contract.

Sincerely,
Dispute Resolution Specialist
Globe Home Warranty Company

Consumer Affairs Representative
Fax: 407-786-2625

Revdex.com serving Central Florida
1600 S. Grant St.
Longwood, FL 32750

Re: Case#***

Dear ***,

We are in receipt of the above referenced case and have completed a review of the file. The client reported a crack in her bathtub. Unfortunately bathtubs are not covered by home warranty companies. Please refer to the Agreement, page 2, under Plumbing (All Plans). It states that under "Not Covered: bathtubs, sinks, laundry tubs" are not covered in any of our plans. The home warranty covers mechanical failures and bathtubs are specifically listed as not covered.

Regarding her leaking faucets, Globe Home Warranty does cover faucets and will replace with a builders standard model. A local licensed and insured plumber was dispatched for the repairs. It is understood that the repair was not successful and the service provider was called again to the home for repairs. The diagnostic received was for the replacement of two faucets. At that time two builders standard faucets were ordered and shipped to the home for installation. The client, *** has since informed the claims department that she did not like the faucets being provided and was going to complete the work herself. This claim has now been placed in a reimbursement status. The client must provide proof of repair and a payment will be processed for her per the terms of the contract.

If there is damage to the vanity we suggest she contact the plumbing company directly. The plumbing company is a separate company from Globe Home Warranty and has liability insurance in place for situations like this.

Sincerely,
Dispute Resolutions Specialist
Globe Home Warranty Company

Consumer Affairs Representative
Fax: 407-786-2625

Revdex.com serving Central Florida
1600 S. Grant St.
Longwood, FL 32750

Re: Case#***

Dear ***,

We are in receipt of the client's rebuttal and as was indicated in our previous response, if there was damage caused by the plumbing company to the vanity; we suggest she contact the plumbing company directly. The plumbing company is a separate company from Globe Home Warranty and has liability insurance in place for situations like this.

Please refer to the Agreement, number 6, under Limitations of Globe Home Warranty's Liability it states "Globe Home Warranty is not responsible for damage that results from an authorized contractor's service or delay in service. Contract Holder agrees that GHW is not liable for the negligence of the Service Provider (contractor), nor is GHW an insurer of Service Provider's performance. Contract holder also agrees that GHW is not liable for consequential, incidental, indirect, secondary, or punitive damages. Contract Holder expressly waives the right to all such damages".

Globe Home Warranty only uses licensed and insured service providers. If there is significant damage her recourse is with the plumbing company as they are an independent contractor and have their own liability policy in place.

To reiterate, as the homeowner did not like the faucets provided she is to complete the repairs on a reimbursement basis. This way she is able to select the fixtures she prefers and submit the documentation for a cash reimbursement. The payment will be processed per the terms of the contract and we are waiting for her documentation that the work is completed so that we may process a payment. We look forward to resolving this issue.

Sincerely,
Dispute Resolution Specialist
Globe Home Warranty Company

Consumer Affairs Representative
Fax: 407-786-2625

Revdex.com serving Central Florida
1600 S. Grant St.
Longwood, FL 32750

Re: Case#: ***

Dear ***,

We are in receipt of the above referenced case number and have completed a review of the file. Globe Home Warranty (GHW) appreciates the opportunity to respond and clarify our obligations under the terms conditions of the contract.

The client contacted the claims department to report that their Samsung refrigerator was not cooling well. The client was informed that this claim was to be handled on a reimbursement basis per the terms of the contract. The client's service provider provided the diagnostic that the evaporator fan motor had failed. This is a mechanical part that is covered be the home warranty. The other issue was that there was a plastic cover that is known in the industry to allow cold air back into the mechanics of the unit. Please note there is no mechanical failure with regards to the plastic cover as it is just a cover. The homeowner's service provider however recommended replacement. The client was informed at that time that the plastic cover was not a covered item and that it had not failed and it was up to him to replace it if he chose to do so.

Please see the attached diagnostic provided by the client's service provider, Mr. Appliance. The failure is the "duct control" which is the evaporator motor and this was authorized for reimbursement per the terms of the contract. The reimbursement was provided based on our negotiated rates with our service providers and/or supplier network, which may be less than retail. The fan motor is readily available at $94.58 with $150 allowed for labor to total $245.00 for the covered repair. This amount was reduced by the client's $75 service fee due per claim.

A payment was submitted for processing once all of the required documentation was received. Accounting has informed us that a payment was submitted to*** bank and was returned. When we were notified by the client in January that payment was not received, accounting was notified and a replacement submitted.

To reiterate, two items were replaced in the work completed. Only the evaporator fan motor was covered in the warranty contract. The plastic cover was replaced but it is not a mechanical part and had no failure and therefore its replacement was not a covered item. We clearly explained this to the client at the time the claim was processed. The reimbursement amount approved was about half of the invoice submitted by the client less their service fee and represents the covered half of the repairs.

Sincerely,
Dispute Resolution Specialist
Globe Home Warranty Company

Consumer Affairs Representative
Fax: 407-786-2625

Revdex.com serving Central Florida
1600 S. Grant St.
Longwood, FL 32750
Re: Case#: ***

Dear ***,

We are in receipt of the above referenced case number and have completed a review of the file. In order to process a claim on a reimbursement basis we require certain documentation to be submitted for review. In Mr. case we were informed that the garage door opener was not working at the time of the home inspection therefore we required proof of repair showing the unit was repaired and in working order at the effective date of his home warranty. Mr. provided us with a quote for replacement in late October but we need to have the cause of the failure in order to determine coverage. This documentation was provided to us in late November. When a review is completed and approved for reimbursement, the accounting department usually pays 30 day net from the date it was approved. We have informed Mr. that this does not start from the date he provided us a quote but rather from the date all of the needed documentation is received and approved for payment. The payment was released 30 day net at the end of December and arrived on January 3, 2020.

With regards to the payment the client is paid via the bank's bill pay system. The bank issues the check rather than Globe Home Warranty. We are able to reference the claim number on the check but we are not able to include any additional documentation. Mr. was informed that he would be reimbursed per the terms of the contract. In reviewing the invoice submitted Mr. had additional work that is not covered by the warranty completed with regards to his door and door hardware. The unit he installed is a belt driven premium Elite Series Wi-Fi garage door opener which lets you control and monitor the door from your smart phone. It has battery backup when the power fails and many other top of the line features including the MyQ app which links to partner apps for more enhanced features. Mr. home warranty plan is only responsible for a builder's standard unit that matches the capacity of the previous unit.

We reserve the right to pay cash in lieu of replacement in the amount of our actual costs. Payment is provided based on our negotiated rates and supplier network, which may be less than retail. A total of $350.00 was approved for the replacement of a basic unit less his $75 service call fee that is due per claim. Globe Home Warranty has satisfied the terms and conditions of Mr. limited service agreement. We apologize that Mr. did not receive the service he expected, but there are limitations in the Agreement, which is standard in the home warranty industry.

Sincerely,
Dispute Resolution Specialist
Globe Home Warranty Company

Consumer Affairs Representative
Fax: ***

Revdex.com serving Central Florida
1600 S. Grant St.
Longwood, FL 32750

Re: Case#: ***

Dear ***,

We appreciate the opportunity to respond to Mr. rebuttal. In his original complaint he stated that the full amount of $627.25 was approved. In his current rebuttal he is now stating that $499.00 was approved. Globe Home Warranty agreed to reimburse what is usual and customary for GHW to pay for the garage door opener replacement. Per the terms of the contract we are required to match the capacity and efficiency of the unit being replaced. Please see the attached product description of a comparable garage door opener available locally at a retail store. The cost to provide a Chamberlain 1/2 HP Heavy-Duty Chain Drive Garage Door Opener is $128.00. Underwriting has allowed $200 as acceptable labor for the installation. A total of $350 has been allowed and this amount represents what is usual and customary for a warranty company to pay for the replacement.

Mr. had additional unapproved work completed on his door and also purchased a very high end unit with many additional features that are not covered by his plan. The Limited Service Agreement purchased is intended to reduce the amount of out of pocket expenses for mechanical failures. Globe Home Warranty has met its obligations as stated in the Terms and Conditions of the Agreement.

Sincerely,
Dispute Resolution Specialist
Globe Home Warranty Company

Consumer Affairs Representative
Fax: 407-786-2625

Revdex.com serving Central Florida
1600 S. Grant St.
Longwood, FL 32750

Re: Case#: ***

Dear ***,

We are in receipt of Mr. response and have reviewed the file. At no time did Globe Home Warranty (GHW) authorize $627.25 for a garage door opener as Mr. originally claimed. At no time did we authorize $499 as he is now claiming, either by phone or by email. Mr. was told he would be reimbursed per the terms of the contract. The amount reimbursed to the client is based on our negotiated rates with our service provider and/or supplier network, which may be less that retail. We have shown that a 1/2 HP Garage Door Opener costs $128.00 at his local retail store. A service call and two hours were approved for labor to total a $350 reimbursement fulfilling our obligation per the terms of the contract. Mr. contractor charged above retail rates which for both labor and equipment. Mr. also had additional non-warranty work completed and purchased a high end, smart garage door opener which is not covered by the Agreement.

In an effort to move from our current position in order to resolve this matter and strictly as a gesture of goodwill, GHW is willing to contribute an additional $50.00 towards Mr. garage door opener. If Mr. wishes to dispute this further we will require it be settled by binding arbitration conducted in accordance with the existing rules of the Revdex.com. We appreciate the opportunity to respond to the client's rebuttal.

Sincerely,
Dispute Resolution Specialist
Globe Home Warranty Company

Susan ***
Consumer Affairs Representative
Fax: 407-***

Revdex.com serving Central Florida
1600 S. Grant St.
Longwood, FL 32750

Re: ***

Dear Ms..

We are in receipt of the above referenced case number. A review of the home warranty record and the claim submitted has been completed. It is recorded in this record that issues with the well and water supply were reported to the claims department on 06/20/2019. The problem reported was that water and air was spurting out of the faucets/spigots. This issue is indicative of a failed well pump. The replacement documentation provided indicates the well pump was replaced due to heavy corrosion causing the pump to leak and suck in air.

It is recorded that this problem was initially reported on 06/20/2019. As is standard in the industry, failures due to rust and corrosion are not covered during the first 30 days of the contract period. The coverage effective date is 06/07/2019. Please see page 6 of the Plan under "This Warranty Contract Excludes...". Letter (R) states "Failure of equipment due to rust and/or corrosion (buyer covered after the first thirty days of contract). As the problem was reported within the first 30 days of the policy period it is therefore not an issue the home warranty will cover.

While it is the intent of the warranty to provide as much coverage as possible, the home warranty plan does have limitations, which are standard in the home warranty industry.

Sincerely,
Dispute Resolution Specialist
Globe Home Warranty Company

Susan ***
Consumer Affairs Representative
Fax: 407-***

Revdex.com serving Central Florida
1600 S. Grant St.
Longwood, FL 32750

Re: ***

Dear Susan ***.
We are in receipt of Shawn L's response and we have reviewed each of the phone conversations in order to verify the customer's statements and the timeline of events. The client's home warranty started on June 7, 2019. The client contacted the claims department on June 20, 2019 and reported that water and air was spurting out of the faucets/spigots of the home. Please note this was reported to Globe Home Warranty 13 days after moving into the home. An explanation of coverage was given to the client and he declined to file a claim at that time, however detailed notes were placed in our records regarding what was reported.

On August 1, 2019, 10:34 am, Mr. L called into the claims department requesting to file a claim on his well pump. He again reported that water and air were spurting out of the faucets/spigots of the home. The claims representative submitted the claim and asked when did the client know that the well pump had failed? The client clearly answered that the problem started the week that he moved in. This is consistent with what the client reported 13 days into the warranty period. He went on to state to the claims representative that he did not have the problem diagnosed but did replace all plumbing from the well supply to the water heater, but in spite of this, the issue remains unresolved. It is recorded in this phone record that Sean L states the problem is the same as the one that was called in 13 days into his policy period.

On August 1, 2019, 1:53 pm, the claims supervisor placed a call to Sean L in order to clarify his statements. He reported that there was water and air spurting out of the faucets/spigots of the home. The client again verified to the claims supervisor that this issue had been an existing problem and that despite replacing his pressure tank and plumbing to the well supply, the problem did not go away and that the problem remains.

Sean L was authorized to contact his own contractor and that the claim was going to be handled on a reimbursement basis per the terms of the contract. Please note the attached diagnostic provided by the customer. It states the cause of failure was heavy corrosion at the pump head causing the pump to leak and draw in air. This condition will cause water and air to spurt out of the faucets/spigots of the home. This condition was reported to the claims department 13 days into his policy period. He also states that despite replacing his pressure tank and additional plumbing that the problem still remained. As this problem was reported during the first 30 days of his contract period it falls outside of the warranty coverage. Please see page 6 of the Plan under "This Warranty Contract Excludes...". Letter (R) states "Failure of equipment due to rust and/or corrosion (buyer covered after the first thirty days of contract).

Mr. L's statements to the claims department are recorded and clear. We cannot offer a payment as we are not liable for expenses that are not covered under the Agreement. Globe Home Warranty did not fail to honor our agreement with Mr. L; rather we complied with the coverage as stated in the Terms and Conditions of the Agreement. We apologize that Mr. L did not receive the service he expected, but there are limitations in the Agreement, which is standard in the home warranty industry.

Sincerely,
Dispute Resolution Specialist
Globe Home Warranty Company

Susan ***
Consumer Affairs Representative
Fax: 407-***

Revdex.com serving Central Florida
1600 S. Grant St.
Longwood, FL 32750

Re: Case# ***

Dear Susan ***;

Globe Home Warranty is in receipt of the above referenced case number and we have completed a review of the file.

The claims department has approved the claim under the obsolete equipment clause. Appliance Savers originally stated the problem was a failed control board. The claim was authorized for repair. We were informed that the unit failed again and we re-dispatched. The new diagnostic stated the failure is a compressor and filter dryer. These parts are discontinued by LG and the manufacturer no longer makes these parts. This type of LG compressor is obsolete. Only aftermarket and OEM parts are available. The contractor is not willing to warranty his work and will therefore not complete the work. The quality of the parts cannot be verified.

We have reviewed the website provided by the homeowner indicating there are compressors in stock. This website does not sell LG equipment. They only sell OEM and aftermarket parts manufactured by various companies not associated with LG. The below is taken from the Genuine Replacement website provided by the homeowner. Please note the part being sold is an OEM.

LG *** Compressor - Genuine OEM $306.89

We are still covering the claim and have authorized a cash amount in what it would have cost Globe to make repairs if the parts were not discontinued. This is standard in the industry when it comes to obsolete parts.

We appreciate the opportunity to provide our perspective with regards to this issue. When the client submits documentation showing the unit is either repaired or replaced Globe Home Warranty will forward a payment by check for the authorized amount.

Sincerely,
Dispute Resolution Specialist
Globe Home Warranty Company

Susan ***
Consumer Affairs Representative
Fax: 407-7***

Revdex.com serving Central Florida
1600 S. Grant St.
Longwood, FL 32750

Re: Case # ***

We are in receipt of the above referenced case number and have completed a full review of the file. We appreciate the opportunity to offer an explanation of coverage. Ms. B submitted a claim regarding electrical issues at her home. An independent network service provider provided a detailed diagnostic in order for the underwriting department to determine coverage.

It was reported by the licensed electrician that an open circuit was found in the living room and back room. The technician found an old orange extension cord behind the wall being used as building wire. It was determined that someone had re-wired the outlets at some point and did not do it correctly. The wiring is illegal and would need to be replaced. It was explained to Ms. B that the home warranty only covers mechanical failures due to normal wear and tear. The failure due to an improperly wired circuit (orange extension cord) is determined to be improper workmanship. Improper workmanship is specifically excluded from the home warranty coverage.

In addition to the issue being caused by improper workmanship please refer to the Agreement, page 8, number 1 under "Limitations of Globe Home Warranty's Liability". It states "This contract does not cover upgrading or making modifications to systems, appliances or components due to lack of capacity, failure to meet building codes, zoning requirements, utility regulations or failures to comply with local, state or Federal laws". The licensed technician has found that the wiring is illegal and does not meet building code or utility regulations.

We regret we are unable to offer further assistance in this regards as the improper wiring is a non-warranty issue.

Sincerely,
Dispute Resolution Specialist
Globe Home Warranty Company

Susan ***
Consumer Affairs Representative
Fax: 407-7***

Revdex.com serving Central Florida
1600 S. Grant St.
Longwood, FL 32750

Re: Case# ***

Dear Susan ***;

We are in receipt of the client's response and we appreciate the opportunity to further review the issue. The independent network service provider assigned is a licensed electrician. Many times when an electrician is performing a diagnostic they are required to trace down the problem, following the circuit from room to room in order to find the issue. In this case the technician traced the failed circuit to the orange extension cord in the wall being used as part of the electrical circuit in the home. It is fairly obvious that this orange extension cord should not be used in that capacity and was being used as part of the failed circuit. A previous person had improperly wired the circuit. The home warranty only covers failures due to normal wear and tear and the plan purchased by Brenda B does not have coverage for improper workmanship.

We regret that we cannot offer further assistance as the use of the extension cord as part of the home's circuit is a non-warranty issue. As requested by the client we have discontinued her warranty service and no additional monthly payments will occur. In regards to the invoice the client has received for uncovered services, strictly as a matter of goodwill, Globe Home Warranty has agreed to waive the invoice.

Sincerely,
Dispute Resolution Specialist
Globe Home Warranty Company

Susan ***
Consumer Affairs Representative
Fax: 407-***

Revdex.com serving Central Florida
1600 S. Grant St.
Longwood, FL 32750

Re: *** and ***
Dear Ms..

Please note the above two case numbers are submitted by husband and wife but pertain to the same issue.

We are in receipt of the above referenced inquiries and have completed a full review of the file. Our records indicate that the clients submitted a claim with regards to their air conditioning system. They contracted with the vendor of their choice which provided a diagnostic that the compressor had failed. Please find the attached documentation provided by the client indicating the compressor had a hole at the terminals. The only mechanical failure indicated in the diagnostic is the compressor. The vendor also stated that due to the unit being older and an R22 unit he wanted to replace the system.

Globe Home Warranty dispatched an independent network service provider and the licensed technician which confirmed that the failure was the compressor. The technician confirmed its age and stated that the unit was well maintained. The licensed technician provided an estimate for the replacement of the compressor in order to repair the unit. Please note that the only actual failure confirmed by both contractors was that the compressor had failed. The client and the client's vendor wanted to replace the entire system due to age. Just because the system is older and an R22 system does not require the entire system be replaced. This compressor was readily available and we repair R22 systems every day. The client stated to the claims representatives many times that he was replacing his system and contracted with his service provider to complete the work. If the client decides to replace the system it is their decision as the homeowner. The home warranty company would only be responsible for the cost of the compressor and labor.

The cost to replace the compressor consisting of parts and labor is $950.00. To fulfill our obligation to the agreement a payment of $950.00 has been mailed to the client. The clients have confirmed that they have received the payment. Please understand that Globe Home Warranty approved the claim and would have affected the necessary repairs. We were not given the opportunity to repair the system as the homeowner made the decision to replace everything. Attached is proof of payment to Amy *** in the amount of $950.00 fulfilling our obligations as stated in the Terms and Conditions of the Agreement.

Sincerely,
Dispute Resolution Specialist
Globe Home Warranty Company

Susan ***
Consumer Affairs Representative
Fax: 407-***

Revdex.com serving Central Florida
1600 S. Grant St.
Longwood, FL 32750

Re: ***

Dear Ms..

Please note the above case number and case # *** are submitted by husband and wife but pertain to the same issue.

We are in receipt of the client's response and have reviewed the timeline of events. The client had their own contractor out which recommended replacing the entire system. The client must have already decided at that point to replace the system. Globe Home Warranty informed the clients that the claims department was dispatching an independent network service provider to complete a diagnostic for the home warranty company. The service provider informed us that the client had already decided to replace the system and was not being cooperative in setting up an appointment. Once the service provider finally was able to set the appointment he arrived on location to find the system uninstalled and the condensing unit already removed and in a truck for disposal. This shows that the clients did not wait for our service provider to complete his diagnostic in order to make their decision to replace their system. Our service provider arrived when the system was already in the process of being replaced, which shows that the clients scheduled the replacement with their contractor before the warranty company even had a chance to evaluate the system. It is therefore inaccurate for Amy *** to insinuate that GHW's service provider influenced her in the decision to replace their system.

Home service contracts are there to place a system or appliance back in working order should they fail. If it is found that it is not economically practical to repair the system then it will replace it. This was not the case in this situation. The compressor was readily available. Please note the client did not purchase the coverage to pay for the R-22 refrigerant so this portion of the invoice would have been the homeowners responsibility. This leaves only the compressor and the labor to install as the responsibility of the home warranty company, which is the most economical way to place the system back in working order. The client decided otherwise, as is evidenced by the fact that the client had scheduled a full system replacement which was already in process when Globe Home Warranty's contractor arrived to the home.

The client decided to replace their system; which was their decision. The home warranty company is only responsible for reimbursing for the repairs which could have easily been completed.

Sincerely,
Dispute Resolution Specialist
Globe Home Warranty Company

Evelyn ***
Consumer Affairs Representative
Fax: 407-***

Revdex.com serving Central Florida
1600 S. Grant St.
Longwood, FL 32750

Regarding Revdex.com Case: ***

Dear Evelyn ***,

We are in receipt of your above referenced inquiry and have completed a review of the record. A search has been performed in our merchant services account and our records indicate Greg ***'s account was credited on August 07, 2019 for the cancellation. Please see the attached printed report documenting the transaction.

Sincerely,
Dispute Resolution Specialist
Globe Home Warranty Company

Samantha ***
Consumer Affairs Representative
Fax: 407-***

Revdex.com serving Central Florida
1600 S. Grant St.
Longwood, FL 32750

Regarding Revdex.com Case: ***

Dear Samantha ***,

Thank you for your additional correspondence with regards to Mr. situation. The accounting department has completed an audit of the account and we have found that the incorrect account has been credited. We have corrected our records and the proper account has been credited in the requested amount of $360.00.

Globe Home Warranty apologizes to Mr. for his negative experience. We will have his concerns reviewed and addressed internally so that we may make any correction in order to improve our service.

Sincerely,
Dispute Resolution Specialist
Globe Home Warranty Company